How do I add more fields to the Voice Call entry in the Account/Contact activity feed/timeline?

Hi all,

We are using Service Cloud Voice with partner telephony. Voice Calls show up in the activity timeline on Account and Contact records, which is good, but the entry only shows the Voice Call link, duration, date, day, related record and agent.

I want to show more detail there, ideally a call summary field so users can see what the call was about without opening every Voice Call record. 

Where is this controlled, and how do I add fields to it? Is it a compact layout, a page layout, something in the Lightning App Builder, or somewhere else entirely?  

I have not been able to work out which setting drives that entry. 

Also , we are retiring the Log a call task as part of migration hence that will be also be no longer available.

If this is not something you can configure, I would be glad to hear what others are doing instead on Account and Contact pages.

Thanks. 

#Service Cloud Voice  #Voice Call Record  #Salesforce Developer  #Salesforce Admin  #TrailblazerCommunity